Customer Support Agent (Messaging and Email)

About Us

We are a primary care organization prioritizing virtual care, reimagining how people access and experience healthcare. Our mission is to deliver comprehensive, high-quality, compassionate care by integrating technology, data, and human connection through a seamless digital platform, supplemented by in-person visits when necessary. While our care is exclusively provided to patients in the United States, our team is distributed between the United States and Canada. It includes clinicians, technologists, and operations experts who share a commitment to making high-quality healthcare enjoyable, personal, and accessible to all. Description

As a Patient Support Agent within the Welcome team (chat support, email, and request handling), you will play a crucial role in delivering an exceptional patient experience. You will often be the first point of contact for patients, ensuring they feel welcomed, informed, and supported throughout their healthcare journey with Circle Medical. You will provide a personalized and patient-centered experience by responding to inquiries received via chat, email, and various administrative tasks with empathy, professionalism, and diligence. You will proactively address patient concerns, efficiently resolve their issues, and guide them at every step of their healthcare journey, while collaborating closely with internal teams to ensure a smooth and harmonious experience. Your goal will be to build trust, remove barriers to accessing care, and ensure every patient feels accompanied and supported from their first contact with us.

This is a dynamic role within a rapidly evolving environment that requires excellent communication skills, a keen eye for detail, and the ability to manage multiple priorities simultaneously while demonstrating empathy, patience, and professionalism in sometimes complex situations. If you are a warm, empathetic, resilient, and motivated individual driven by the desire to help others and make a positive impact on patients' lives, we invite you to apply to join our team. *During the onboarding and training period, the work schedule will be Monday to Friday (9:00 AM to 5:30 PM). After training, the schedule will shift to Saturday to Wednesday (11:30 AM to 8:00 PM) or Sunday to Thursday (9:00 AM to 5:30 PM) - Eastern Time.* Responsibilities* Provide high-quality support via chat and email to new patients and existing patients who wish to explore new healthcare services.

• Develop expertise in the entire patient journey, from start to finish, to help patients navigate their healthcare experience easily.
• Quickly address patient concerns and complaints, defusing difficult situations to ensure a smooth and positive experience.
• Respond to patient requests, assist them in scheduling appointments, and perform various administrative tasks, including helping them use the app and website, as well as providing basic technical support.
• Help patients resolve questions or issues related to insurance and route files to our specialized team when necessary.
• Collaborate closely with other support teams and healthcare professionals to ensure high-quality care.
• Identify opportunities to improve the patient experience and provide recommendations to leadership.
• Respond to internal requests and proactively communicate with patients via chat to help them complete their profiles and successfully join their appointments.

Skills / Qualifications Required* At least 2 years of experience in customer service or a contact center.

• Proficiency in both French and English, both spoken and written. This skill is essential to effectively communicate with our local team, partners across Canada, and our patients in the United States.
• Ability and willingness to thrive in a dynamic environment, learn quickly, and remain calm under pressure.
• Excellent customer service skills and a genuine interest in problem-solving.
• Experience in a startup, technology, or healthcare organization backed by venture capital is a plus.
• Knowledge of healthcare regulations and standards, including HIPAA, is a plus.
• Experience working with the U.S. healthcare system is a plus.
• Experience with Apple products (MacBook), Slack, and Google Workspace is a plus.
• Compensation

Our compensation structure is market-aligned, performance-based, and designed to ensure internal equity. We regularly review salaries, and progression is tied to demonstrated impact and expanded responsibilities rather than tenure alone. The final offer will be determined based on the candidate's unique skills, abilities, and qualifications.

Benefits

Please note that specific benefits vary by country and location. Your recruiter will confirm the full range of benefits offered during the interview process.

• Paid time off: Flexible vacation, sick leave, and 12 holidays.
• Health and insurance: Medical, dental, vision, disability, and life insurance.
• Well-being: Mental health programs and Employee Assistance Program (EAP).
• Retirement: Employer-sponsored REER/401(k) plan.
• Development: Annual reimbursement for eligible professional development and training programs.
• Office perks: Monthly dinners and team events for office-based employees.

*The candidates must be legally authorized to work in the country where the position is based at the time of application. Circle Medical is an equal opportunity employer and is committed to fostering diversity within its workforce. Circle Medical recruits qualified candidates and promotes employees without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other characteristic protected by law. Reasonable accommodations are offered — please inform our Talent team if you need any.*